Why isn’t there Microsoft Outlook for iPhone? Obviously, because Apple and Microsoft would rather beat each other to death. But Microsoft loses this one. I’ve been a loyal Outlook user forever. I dig deep into the tasks and notes. But I switched to an iPhone (from a Windows phone) — and Outlook tasks and notes [...]
Tag Archives: customer loyalty
Great follow-up turns a one-time buyer into a long-term customer
I called a cab in a new town, which is a do-it-and-forget-it experience for most people. So how does the cab company get me to remember them? They didn’t just email the order confirmation. They focused on earning the next sale. The email had coupons and an invitation to install their app on my phone. [...]
Did he quietly leave in the night, never to return?
I clicked “Terminate Account” and the account was deleted. We’d been hosting with them for 11 years. $300 per month. And in 5 seconds it was over. They never called, they never asked why, they probably didn’t notice. Until one day, they stand all alone. No friends, no money, no hope. And they’ll wonder how [...]
Jeanne Bliss on “I Love You More Than My Dog” — live Word of Mouth Supergenius preview
We’re bringing together 31 amazing marketers for Word of Mouth Supergenius: The “How to be Great at Word of Mouth Marketing” Conference in New York on July 20. The day will feature 12 how-to classes, 12 real-world case studies, and 6 brilliant authors. You’re going to learn practical, hands-on techniques to get people talking about [...]
6.9%. Would you infuriate your customers for that?
6.9% of revenue is what the airlines got for extras like bag-checking charges. Do the math: How many customers switched to a no-gouging airline? How many people skipped a flight and drove instead? How many paid this time, but will never fly with you again? How many hate your guts?
A customer for life
A baby was born at 2,000 feet on an AirAsia flight. The airline gave mom and boy free flights for life (story). Extraordinary gestures like this create worldwide buzz. Every company could do it. It would be cheaper than a single TV ad. Coke truck drivers should have a cooler of cold Cokes to hand [...]
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